sam > Service request?

Inocentes > Hello sam_, Thank you for contacting Comcast Live Chat Support. My name is Inocentes. Please give me one moment to review your information.

sam_ > hi

Inocentes > Welcome to Comcast . How are you today ?

sam_ > Hi, You might not be able to help me, but let's try. 

Inocentes > Hello,Sam.I hope you are well and thank you for the opportunity of being able to assist you today.  

sam_ > I live in an apt.  I have 2 cable outlets (bedroom and living room).  The bedroom outlet works, and I get all services without any problems now on it.

sam_ > The living room outlet doesn't work.  I've asked the apt management to come out and look at it and they said it's all fine and that it's something comcast needs to look at in their box

sam_ > can I make an appt to do that here?

Inocentes > Sure, Sam.

Inocentes > May I know if the the TV and the box are turned on now and if there is  an error message ?

sam_ > Yeah, it's not connected right at this second, but we can try that real quick if you want.  give me a minute

Inocentes > Thank you Sam.

sam_ > Okay

sam_ > I've plugged it in and I'm going to turn the cable box on

sam_ > cable box is on

sam_ > nothing on screen

sam_ > should I disconnect the power on the cable box so it does a full reset?

Inocentes > May I ask if the screen is Black or BLue ?

sam_ > black

Inocentes > Please do that, Sam.

sam_ > okay, it's coming on

Inocentes > May  I ask if this was working fine before this ?

sam_ > "one moment please", "This channel should be available shortly" "Ref code: S0a00"

sam_ > not on the outlet in the living room

sam_ > it works fine on the outlet in the bedroom

Inocentes > To be able to assist you on this , I need to access your account first.   

Inocentes > Thank you for the information and let me check the account first. To ensure the integrity of your account information , can I please have your 16 digit account number or the account name and the last 4 digits of your Social Security Number.

sam_ > like I said, I asked the apt people to come out, and they did, and the wiring is fine from their perspective.

sam_ > Account NumberXXXXXXXXXXXXXXXXXXService addressXXXXXXXXXXXXXX

Inocentes > 
To complete the verification, can I have the last 4 digits of your SSN ?

sam_ > XXXX

Inocentes > Thank you and Kindly give me a minute or two to check on this for you.

Inocentes > While waiting, please allow me to share with you one of the main features that you can get with Comcast which is our online site, http://www.xfinitytv.com 

Inocentes > It offers full television episodes, full-length feature films, trailers and video clips to both Comcast subscribrers and non-Comcasts subscribers. Best thing, is that this is Free!

Inocentes > PLease give me the serial number which is printed in a sticker at the back or bottom of the box.It starts with M,P,S or G.
  

Inocentes > Will you let me try to troubleshoot this before we send s Tech, Sam ?

sam_ > one moment

sam_ > ok

sam_ > serial

sam_ > XXXXXXXXXX

sam_ > did you get that?

Inocentes > Yes, Sam.Please verify if the Input Chanel selector of the Tv and Box are in Channel 3 .

sam_ > it's connected via component video and works

Inocentes > Is the issue resolved now Sam ?

sam_ > no

sam_ > nothing is resolved... like I said, the screen says "one moment please" "this channel should be available shortly" "ref code: s0a00"

Inocentes > Are you able to verify the INput channel selector of the TV and Box  if they are on Channel 3 ??

sam_ > no they are not on channel 3 because the connection between the box and the monitor is via component video cables.  

sam_ > the problem is that the cable box is not getting a signal on the living room cable outlet.  This same box works fine connecting to the cable outlet in the bedroom.

Inocentes > Is  the Bedroom using the Componentcables too ?

sam_ > yes

Inocentes > If the TV and the box  are not on Channel 3. the TV will not be able to receive the Signal from the Box.

sam_ > and it works fine... this is not a problem connecting to the tv, this is a problem with the cable box connection in the living room cable outlet.

Inocentes > Yes, Sam.

Inocentes > Please try putting the Channel  Input selector of the Tv and Box to channel 3.

sam_ > wow, can I have another technician please?  this is connected to a hdtv monitor that does not have a tuner in it.  

sam_ > so I can't connect a coax cable from the cable box to the monitor

sam_ > there are no channels with this type of connection.

Inocentes > Your appointment is set on 4/6 from 2 to 6 PM ,will this be Ok ?

sam_ > yeah, that will be fine

Inocentes > OK, the appointment is set, Sam. Reference number CR241756799.

Inocentes > Please  make sure  to answer the prior call Sam.

sam_ > thank you 

Inocentes > The tech will not come if the prior call is not naswered.

Inocentes > You are most welcome   .

Inocentes > Do you have other concerns for me today?  I will be glad to assist you further.

Inocentes > answered,sorry

sam_ > no

Inocentes > Thank you for choosing Comcast as your cable TV provider and have a great day! Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hour a day, 7 days a week at http://www.comcastsupport.com/videochat. To close this chat, please click the end session button at the top of your chat window.  

Inocentes > Analyst has closed chat and left the room